Re: Detractor Alert: Demetri Kontzamanis | 1000000000022546

--00000000000079a90005e97feb0e Content-Type: text/plain; charset="UTF-8" Hi Keri, No offense at all was taken. What I meant was maybe client success managers should not be included in the initial email so that it is the Regional who can pull those in whoay be able to offer insight rather than the local team. It was just a suggestion so that you may get more unbiased feedback and also so you hear from one person one the whole event. Anyway, let me know what you think, Cheryl On Fri., Sep. 23, 2022, 6:38 p.m. Keri Thrush, wrote: > Hi, Cheryl! > > Thank you so much for the feedback. I would be more than happy to send to > you first so then you can add other stakeholders as you see fit. > > My apologies if the current process has caused any confusion. I can see > where you're coming from in this example with only Brian under "to". Also, > my apologies to Brian if this was interpreted as being singled out or being > placed as the only responsible party. In general, this is not my place but > also especially not having any background knowledge. My intentions were > solely to initiate the pre-planning process and allow him to pull anyone in > that he felt would be helpful. Again, my sincere apologies and please let > me know if I'm understanding this correctly - I would like to reach out to > him directly to apologize. > > I hope that this context is helpful and would be more than happy to set up > a call (individually and/or team) to review the project to ensure clarity > and discuss our overall intentions. Please let me know if this would be > helpful/necessary and I can arrange. > > Thank you again for the feedback, this is a healthy reminder. > > Hope you have a great weekend! > > Thank you, > > > > On Tue, Sep 20, 2022 at 10:55 AM Cheryl Cartwright > wrote: > >> Hi Keri, >> >> When these reports go out, can they just go to the Regional managers and >> not to the local client success? I want time to review it to make sure the >> client success isn't indeed part of the issue. When it goes directly to >> them they are able to respond to you with sometimes only part of the issue. >> >> Let me know your thoughts, >> >> Cheryl >> >> On Mon, Sep 12, 2022 at 2:14 PM Keri Thrush wrote: >> >>> Hi, team! >>> >>> >>> Hope everyone is doing well. As you are aware, our Service Quality >>> department will take the lead on responding to all client detractor >>> Medallia surveys. As part of our pre-planning, requesting for any context >>> or background information about client Demetri Kontzamanis. This is >>> Demetri's relationship2 survey which tells us that they have been a >>> client for 90+ days. We plan to reach out to speak to Helen Kontzamanis (indicated >>> as primary contact in Clear Care) via phone and attempt to gather more >>> information so that we as a team can determine how to turn their experience >>> around, partnering with your operations. >>> >>> On Fri, Sep 9, 2022 at 3:00 AM Medallia >>> wrote: >>> >>>> Client Name: Demetri Kontzamanis >>>> >>>